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WHITE PAPER
BEST PRACTICES IN PROVIDING SUPERIOR CALLER EXPERIENCE WITH SPEECH
“IF YOU WANT TO IMPROVE YOUR CUSTOMERS’
EXPERIENCE, SAY TUVOX NOW.”
DELIVERING A SUPERIOR CALLER EXPERIENCE THAT CUSTOMERS PREFER TO USE
A recent Gartner study indicates that most
customers prefer speech to both touch-tone and
the Internet for self-service. The study also
revealed that if wait times were more than two
minutes, callers strongly preferred using speechenabled self-service applications to speaking with
a representative. This is good news for enterprises
that recognize the value of automation in reducing
costs. Self-service technology can also meet
customer expectations for improved service and
increased satisfaction. However, not all speech
applications are created equal. Some are highly
frustrating, causing the caller to unnecessarily
repeat information or to wade through endless
hierarchical menus before arriving at a place
where self-service can finally begin.
In order for speech applications to deliver a
superior caller experience, they must take a
conversational approach that enables callers to
ask for what they need, understand their question
and quickly resolve their problem. Clearly, natural
language must be a key component of any preferred
speech application. The speech application must
further enable callers to engage successfully in a
variety of call types such as routing, completing
transactions and resolving product support issues.
A sophisticated natural language speech
application is one that is easily customized to an
enterprise’s business needs and can deliver a
caller experience so good that callers actually
choose it over a live agent because they can get
the information they need quickly. For callers to
prefer using a speech application, they need to be
able to ask for what they want and to feel in control
of the process. For example, they should be able to
say, “What’s my account balance?” or “I need help
setting up my DVD player.” They will feel in control
of the process if they are able to issue commands
such as “wait”, “go back”, “next”, or “live agent”
at any time.
On the enterprise side, many companies would like
to offer a differentiated customer service to their
high value customers. A robust speech application
should provide the capability of identifying VIP
customers and handling the call according to
enterprise processes. For example, routing the call
consistently to the same agent, or asking if the
customer is following up on the issue they called
on in the last 48 hours.
If a caller needs to speak with a live agent, the
interaction must be productive. The agent should
already have access to all the information the
caller has provided to the speech application.
Nothing is more annoying to a caller than
inputting all account information into the system
and, after failing to resolve the issue, being
routed to an agent who asks for the same
information all over again.
SPEECH WITHIN REACH
Contents
The Formula for Success in Caller Adoption _____ p.3
Caller Adoption _________________________ p.4
Choice ______________________________ p.4
Quality ______________________________ p.4
Blending Automation with Agents ___________ p.4
Conversational Techniques _________________ p.5
Caller in control _______________________ p.5
More flexible grammars with Natural Language _ p.5
Open-ended routing: How may I help you? _____ p.5
The Value of Rapid Tuning Cycles _____________ p.6
Quickly identify hot spots where callers
experience problems ____________________ p.7
Call Path Optimization ___________________ p.7
TuVox Delivers High Caller Satisfaction in
All Types of Calls ________________________ p.8
Call routing___________________________ p.8
Transactional calls _____________________ p.9
Customer Support calls __________________ p.10
Speech Application Deployment and Maintenance _ p.10
TuVox Complete Lifecycle Approach [Reduces
Errors and Improves Predictability] _________ p.10
Predictive Recognition __________________ p.10
BulletProof Deployment __________________ p.10
Maximum Uptime and Improved
Caller Experience _______________________ p.11
Conclusion ____________________________ p.11
Where to Go for More Information ____________ p.11
The TuVox Difference _____________________ p.8
VUI (Voice User Interface) Components ________ p.8
Rapid Update ___________________________ p.8
p.2
TRUE SPEECH-ENABLED SYSTEMS ARE NO LONGER BOUND
“ W H AT ’ S M Y A C C O U N T B A L A N C E ? ”
BY THE CONSTRAINTS OF A 10-DIGIT KEYPAD.
THE FORMULA FOR SUCCESS
IN CALLER ADOPTION
Advances in speech technology offer the ability
to automate more than touch-tone dialing and
improve customer satisfaction through a higher
quality caller experience. As one call center
manager said, “I can easily achieve a 100% call
deflection rate…all I have to do is shut off
access to live agents!” Obviously, that is not a
satisfactory approach if you want your customers
to remain customers.
Companies were also hesitant about subjecting
their customers to speech applications, concerned
that a bad experience would reflect poorly on
the enterprise.
To break through these adoption barriers, it is
critical to overcome the persistent problems of
previous approaches to building, managing and
maintaining speech applications. You can create
a high quality caller experience only if you meet
the following criteria:
• Provide conversational, open-ended call routing—
let the caller tell you why they are calling.
Despite the promised benefits of speech automation,
• Provide a high quality, intuitive user interface
the process of deploying a speech application has
and clear, understandable prompts while taking
historically been a barrier due to:
a best practices approach to error handling
• High costs resulting from many
and recovery.
specialized resources.
• Ensure the caller can speak as naturally as is
• Lengthy deployment cycles
practical without causing recognition errors.
(typically nine months or more).
• Integrate seamlessly to the live agent so that if
• High costs of ongoing maintenance
the caller needs to exit automation, the agent
with heavy reliance on vendor support.
will know exactly what happened—or the next
time, the caller will probably press zero at the
The process of deploying, managing and
start of the call.
maintaining a speech application resulted in a
•
Provide
personalized/customized experiences
high total cost-of-ownership, and was therefore
based
on
class of customer, caller intent, etc.
daunting to all but the largest enterprises.
p.3
By increasing automation, you give your callers
a way to get answers without tying up a live agent.
In addition, by providing a seamless handoff
to a live agent, call resolution rates can drop
significantly. More automation drives down call
center costs, staffing costs, outsourcing costs and
facility costs—making a win-win for both customers
and enterprises.
Two additional factors to consider are the cost of
on-going maintenance for the speech applications, and updating the speech applications as
your company introduces new products and your
call center agents update the knowledge base.
Companies in the decision-making process often
overlook these ongoing costs, placing too much
emphasis on evaluating initial purchase costs
and not enough on the cost of maintenance
and updates.
You need to consider all of these factors to ensure
that the speech automation system you deploy
makes your company more profitable, not less.
WHEN PROVIDED WITH A CHOICE, CALLERS ACTUALLY CHOOSE
AUTOMATION WHEN THE WAIT IS LONGER THAN TWO MINUTES.
CALLER ADOPTION
In order to drive caller satisfaction while achieving
the highest possible automation rates:
1. The caller must be given the choice to use the
automated system
2. The system must provide a high-quality, reliable
experience, and
3. There must be seamless blending of automation
and agents.
In the following pages we will explore what is
required for a quality, highly adopted speech
system, as well as how TuVox enterprise speech
applications provide these features for a superior
caller experience.
CHOICE
With any automated system, the perception of
choice is critical in gaining buy-in from the end
user. In speech applications, callers must feel that
they have the choice to use it, and can at any time
change their mind and speak to a live agent. In the
“real world” we have this choice in front of us at
all times, whether we choose to exercise it or not.
At the bank, at the airport and at the gas station,
we know that if we need assistance a real human
being is only a few steps away.
automation when the wait is longer than 2 minutes.
As an example, imagine choosing whether to wait
in line for a boarding pass from a ticket agent, or
whether to use a self-service kiosk at the airport.
In this case, a “visible queue” might influence
your decision to use the automated kiosk. But what
about the “invisible queue” on a telephone? In
implementing speech automation, it is critical to
let your callers know how long the wait is. Even
if you choose to push every call to the automated
system regardless of queue times, your callers
should know that they could reach an agent at any
time by saying “live agent” or “operator”.
QUALITY
The second factor that drives adoption of speech
applications is the quality of the application. This
encompasses a wide range of issues, from the
quality of audio (no static, constant volume level)
to the quality of the application (does it correctly
recognize what the caller says?) to the quality of
voice talent (does it match the persona of the
company?). Each of these elements plays a role in
how favorably your callers perceive the system.
In addition to the quality of the audio and voice,
customers demand a reliable and consistent
experience. If ATMs constantly short-changed bank
Similarly, with a speech application callers should customers, there would be a mass migration
know that they always have the option of speaking inside the banks to deal with reliable human
with a live agent. This serves the dual purposes of tellers. Similarly, speech applications must provide
reducing frustration and increasing user confidence the same level of repeatable experience. When a
caller says, “I need help using my MP3 player”, the
with the system. Further, if callers know that the
alternative is less attractive (e.g., long wait times) call should be routed accurately and consistently
to a resource that can assist, whether it be an
they will be more inclined to adopt automation.
When provided with a choice, callers actually choose automated system or a live agent.
p.4
IVR (Interactive Voice Response) systems have
failed to deliver a quality customer service
experience because they are built on a hierarchical
decision model that can only provide limited
options to callers. These systems force callers to
listen through an endless number of menus before
getting to the option that will enable them to take
care of their issues.
BLENDING AUTOMATION WITH AGENTS
As stated previously, callers should always have the
choice to speak with a live agent. Once transferred,
it is critical to pass along all call information to
the agent, including the full transcript of what was
said in the automated system. As a result, the
agent can immediately pick up where the speech
application left off and callers do not feel they
have wasted time in the automated system. If they
have to start all over with the agent, there’s a good
chance they will not even try the automated
system the next time around.
For streamlined caller-agent interaction, call
center agents must be presented with key
information such as customer account number,
caller phone number, wait time and reason for
calling in as seamless a way as possible.
Relevant call information should appear in the
agent desktop application, case management
system or browser window. The agent should also
have options for transferring the call to specific
points in the system, without losing any callerentered data.
Companies place too
much emphasis on
evaluating initial purchase
costs and not enough
on the cost of maintenance
and updates.
CONVERSATIONAL TECHNIQUES
CALLER IN CONTROL
Built in to the human psyche is the desire to be in
control of our situations. Think of the person in
the back seat of a taxi as the driver recklessly
weaves in and out of traffic. No one longs to repeat
experiences over which we had no control. Similarly,
no one enjoys being forced to endure poorly designed
speech applications with no hope of escape.
Fortunately, it is relatively easy to put the control
into the hands of your callers. By ensuring the
speech application includes navigational
commands like wait, continue, next, go back,
repeat, help, main menu and good-bye, you give
callers the ability to navigate around and at their
own pace. More importantly, you increase their
level of satisfaction with the system.
what they want in their own natural speech pattern
leverage Natural Language and provide a preferred
conversational speech experience that is more
likely to be used.
TuVox speech applications are Natural Language
based and provide flexible grammar capability
that can understand and find the right response
by leveraging computational linguistics that does
not do a key word search, but actually understand
the meaning of words and phrases. To ensure
consistency across the application, TuVox builds
in an “assistant” to quickly update the words
and phrases that the application can understand.
For example, making sure “tech support” equates
to “technical support” or “product support” across
the entire application.
TuVox also provides flexible options for callers to
select a choice. Some callers may not know what
TuVox speech applications include caller in control words they can say to the system, so they prefer a
features that provide the commands: wait, continue, directed dialog approach to call routing. Directed
next, go back, repeat, help, main menu and good- dialog provides options for specific choices and
bye, giving the caller the ability to navigate around “more choices” exposes less common selections.
and at their own pace.
OPEN-ENDED ROUTING: HOW MAY I HELP YOU?
MORE FLEXIBLE GRAMMARS WITH
Think of how many times you have heard the
NATURAL LANGUAGE
phrase “please listen carefully because our options
Human beings do not speak like robots. Humans
have changed.” One of the inherent limitations of
are polite (even to automated systems) and a
traditional touch-tone IVR is the way it groups and
well-designed speech application should be able
presents a series of options to callers. Consider
to understand conversational questions and
the following:
statements such as: “I’d like to…” or “I’m calling
• For personal checking, savings or money market
about”, or “Tell me what my…” and so on. This
accounts, press 1.
provides a much more pleasant, natural experience,
• For business checking and business line of
and increases the level of caller satisfaction.
credit accounts, press 2.
Speech applications that allow callers to ask for
p. 5
THE SPEECH APPLICATION SHOULD PROVIDE INTUITIVE, GUIDED
MENUS TO SUGGEST OPTIONS SPECIFIC TO THE CALLER.
• For home mortgages, equity lines of credit and
current interest rates, press 3.
• For credit card accounts including payment
information, press 4.
• For branch locations and hours of operation,
press 5.
• To repeat these choices, press 6.
• To speak to a representative, press 0.
Each of these menu options sounds similar, and
each leads to a sub-menu with even more choices.
This type of system forces the caller to memorize
a list of items and make real-time comparisons
with the reason for their call. It cannot handle
questions such as “What happens if my choice is
not listed?”, “What if I press the wrong key?”,
“What was option 1 again?” and “How do I get
out of this system?”
It would certainly be easier to simply say “Did you
get my last payment?” or “What’s my account
balance?” and then the speech application
identifies the appropriate routing. If the caller’s
question results in more than one match, the
system should be smart enough to ask, “Did you
want your checking or savings account balance?”
If the caller is a new customer or just doesn’t know
what to say, the speech application should provide
intuitive, guided menus to suggest options specific
to the caller.
Open-ended routing completely changes the
style of a touch-tone or “press or say 1” type of
application, allowing callers to describe in their
own words what they are calling about. If designed
with the caller in mind, it can also shorten call
times and drive increased caller satisfaction.
TuVox speech applications provide conversational,
open-ended routing, as well as fallback “guide
me” menus to help callers when they are not sure
what to say. Additionally, TuVox call routing
applications automatically generate clarifying
menus to further refine the caller’s intent if they
request a general topic; for example, “calling
plans.” In this case, the system would respond
with something like, “OK, I have several types of
calling plans…What plan would you like to hear
about?... local, long distance or international?”
TuVox call routing speech applications let callers
use a natural, open-ended conversational approach
to identify what they want, then route them to
the desired skills-based agent pool, other voice
self-service application, or touch-tone application.
TuVox’s call routing approach replicates the
experience of talking to a live agent. Instead of
forcing callers to follow a rigid, sequential menu,
TuVox allows callers to interact using a conversational approach, in their own words. This
approach allows callers to resolve their issues and
complete their transactions quickly and easily,
reduces misdirection and misroutes, and
therefore improves caller satisfaction.
THE VALUE OF RAPID
TUNING CYCLES
As we have seen, true speech-enabled systems are
no longer bound by the constraints of a 10-digit
keypad. Because callers can now say in their own
words the reason for calling, more and broader
functionality can be added to the system. Your
speech application now becomes a primary way of
solving customer problems as quickly as they arise.
p. 6
To ensure the highest level of customer service,
speech applications must be as dynamic as your
knowledge base and Web self-service, and must be
updated as frequently as other key customerfacing applications.
During the course of developing, piloting,
deploying and tuning an application, you will likely
go through dozens of tuning cycles. Keep in mind
that each tuning cycle involves traversing the
entire “lifecycle” of a speech application, from
development to testing, deploying and reporting.
Historically, a tuning cycle has taken weeks.
However, today’s best-in-class speech applications
require a tuning cycle of only hours or a few days.
Ultimately, this means that you can quickly add
new content (new catalog numbers, new products,
updated knowledge base and FAQs) to keep up
with the enterprise business.
Much of traditional tuning revolves around
deploying an application, taking phone calls and
using live callers as guinea pigs to find places
where the application mis-recognizes what the
caller said, confusing one word for another. TuVox’s
Predictive Recognition leverages intensive
algorithms (similar to those used in DNA analysis)
that use a phonetic lexicon to compare each
potential response (grammar) against every other
grammar response, and reports spoken options
that may be confused with each other; e.g., Austin,
Boston, Houston in a travel application.
Predictive Recognition saves a tremendous
amount of time in this area, reducing what may
take days or weeks into an analytical process that
can be run by the developer in a matter of minutes.
Speech applications must
be as dynamic as your
knowledge base and Web
self-service, and updated
as frequently as other key
customer-facing applications.
Ultimately, the caller benefits because even an
initial pilot application is far more robust, and
tuning can focus on more subtle caller behavior.
TuVox provides an integrated environment that
allows you to tune the speech application in days
and includes built-in best practices and VUI
component services that ensure rapid and bulletproof tuning of the speech application using your
internal IT resources. Your enterprise no longer
requires outside speech consultants to update
and tune the application. The TuVox component
services include built-in features such as dialog
generation from enterprise content, caller in control,
DTMF (Dual Tone Multi-Frequency) fallback, lost
caller detection and predictive recognition that
automates many of the speech application tuning
cycle steps that were previously done through
custom coding.
QUICKLY IDENTIFY HOT SPOTS WHERE CALLERS
EXPERIENCE PROBLEMS
Callers may ask for the same thing using different
words. A sophisticated speech application should
detect and identify these “hot spots” where callers
experience problems. Consider the following example:
A manufacturer recently sent out a shipment of
products without the user manual inside the box.
Although the manufacturing issue was quickly
detected and resolved, it still drove a large number
of incoming calls to the call center. Callers said
things ranging from “Where’s the manual?” to “I
don’t have a user guide” to “How do I set this
thing up?” Within hours, enhancements to the
company’s speech application enabled it to listen
for those phrases and handle the calls accordingly.
p. 7
Previously, the call center manager had noticed a
large number of “no match” errors from callers at
a certain point in the application. In this case, the
hot spot was in the main menu. Once the manager
identified and added the reason for these calls, the
hot spot went away.
TuVox provides an integrated application and
grammar development environment, combined
with underlying extensive logging and reporting
tools. You can quickly evaluate deployed applications to identify hot spots. This makes it far easier
and faster to find the grammar that needs to be
updated and tuned for better performance and
increased caller satisfaction.
Built-in “assistants/wizards” allow developers to
easily make changes to the spoken options that
will be recognized by the system.
TuVox’s Reporting Portal captures detailed
information about each call, including “No Match”
and “No Input” events (places where callers said
something the system didn’t understand, or didn’t
say anything at all, respectively). The Reporting
Portal generates reports that allow fast drill downs
to isolate areas in the application where these
types of events occurred. Enterprises can then
evaluate whether a grammar and/or prompt
should be modified for improved performance.
CALL PATH OPTIMIZATION
As callers are using the system and data is
gathered, enterprises can make adjustments to
enhance the usability of the speech application.
Understanding why callers are calling can help
with the design of a speech application by showing
TUVOX’S CALL ROUTING APPROACH REPLICATES THE EXPERIENCE
OF TALKING TO A LIVE AGENT.
the most common paths visited by callers. This
allows changes, for example, to make it easier to
get to a commonly visited topic. It also offers
business intelligence value, by indicating why and
who is calling. This becomes particularly valuable
for companies who want to offer a superior and
differentiated service experience to their VIP and
high-value customers; for example, routing a
platinum customer directly to an agent who is
assigned to that customer.
THE TUVOX DIFFERENCE
This paper outlines best practices for superior
caller experience, and the dramatic difference
between traditional touch-tone systems and the
enterprise speech applications that TuVox offers.
Among TuVox differentiators are Natural
Language, open-ended routing, rapid tuning
cycles, Predictive Recognition and superior
customer experience. Let’s examine more closely
how TuVox delivers this.
VUI (VOICE USER INTERFACE) COMPONENTS
TuVox component services include built-in features
such as dialog generation from enterprise content,
caller in control, DTMF (Dual Tone Multi-Frequency)
fallback, lost caller detection and Predictive
Recognition that automate many of the steps in
the design, development, testing, deployment and
tuning of speech applications. This saves VUI
designers, application developers, grammar
specialists and QA testers the necessity of
manually designing in these features. In addition,
these built-in component services also dramatically improve the voice user interface. For example,
you can import enterprise content such as Web
content, knowledge base and FAQs into the TuVox
speech application and automatically convert it
into VXML code, saving hundreds of hours in
custom coding by hard to find VUI designers.
RAPID UPDATE
TuVox provides several rapid update capabilities
like “Text-to-Topic” and “Visio-to-Topic”. By
leveraging these built-in capabilities, enterprises can quickly import new information (such
as new product information) into the TuVox speech
application, ensuring that the speech application
is ready for a major product launch.
Historically, platform vendors have charged a lot of
money for updating the speech application, taking
up to several months to add new information.
With TuVox, enterprises can reduce update time to
hours, allowing an enterprise speech application
to keep up with changing business.
p.8
TUVOX DELIVERS HIGH CALLER SATISFACTION IN
ALL TYPES OF CALLS
TuVox automates routing, transaction and
customer support calls.
Call routing—TuVox Perfect Router™ leverages
Natural Language routing which opens up the
possibility of going beyond limited IVR options and
supports hundreds of destination options. This
allows for much greater automation and makes it
far easier for callers to find the information they
need based on their own description. Rather than
pressing [1], then [6], then [2] to get to what
callers hope is the right place, they can simply say
“benefits information for chiropractic care” and
jump directly to that point in the application. TuVox
Perfect Router offers callers the ability to speak a
very wide range of phrases to an initial prompt.
more
ROUTING
opens up the possibility of
going beyond limited IVR
options and supports hun-
AUTOMATION
Natural language routing
TRANSACTIONAL
CUSTOMER SERVICE
dreds of destination options.
less
Where do I need to go...
What are my choices for...
Help me find...
I need to make a payment...
I need to purchase a product...
I need to change my address...
How do I install...
What is the answer to...
My screen is blue...
more
COMPLEXITY
Transactional calls—These types of calls present
a higher potential for automation. They are
typically more complex because callers generally
go through an authentication process and, once
validated, access information that is callerspecific. This requires back-end integration
and, in some cases, sophisticated grammars to
understand caller inputs. TuVox speech applications
obtain authentication and account information
from the caller and deliver information like account
balances, shipment dates, or claims status. Once
the caller provides information, the TuVox
speech application remembers the information
throughout the life of the call. The caller is never
p.9
asked to repeat information already given. Once
the speech application retrieves the data, the
information is presented to the caller in a logical
manner. Unlike a Web application that presents
a screen full of information at once, TuVox
speech applications speak the information to the
caller sequentially.
If a caller is transferred to an agent, TuVox Perfect
Connect™ passes a complete transcript of the
call to an agent, who can pick up where the caller
left off. Callers are therefore motivated to engage
with the automated system because they know
that no information provided will ever need to be
repeated to an agent.
PREDICTIVE RECOGNITION AUTOMATES MANY OF THE
S P E E C H A P P L I C AT I O N T U N I N G C Y C L E S T E P S P R E V I O U S LY
DONE THROUGH CUSTOM CODING.
Customer Support calls—Historically, these
calls have been difficult to automate because
they require complex logic to help callers solve
problems, and much more dialog content than a
routing or transactional application. TuVox speech
applications enable companies to quickly convert
training manuals, FAQs, and knowledge bases
into sophisticated speech applications that mimic
what a real agent would do. The TuVox speech
application walks a customer systematically
through complex tasks like setting up and
troubleshooting products.
PREDICTIVE RECOGNITION FINDS POTENTIAL
RECOGNITION ERRORS BEFORE DEPLOYMENT
Instead of having to wait for callers to try an
application to see if there are “confusability”
issues in a grammar (and turning your callers
into testers), Predictive Recognition uses a unique,
patent-pending approach to finding problems.
Predictive Recognition phonetically evaluates
grammar to see if any entries can be confused
with other entries—thereby saving time, reducing
errors and reducing caller frustration.
For example, built-in functionality allows callers
to say commands like “repeat,” “wait,” “go back”
SPEECH APPLICATION
and “help” anytime in the call. Similarly, built-in
DEPLOYMENT AND MAINTENANCE functionality handles situations if the caller does
not respond to a prompt, or says something the
TUVOX COMPLETE LIFECYCLE APPROACH REDUCES
system does not understand.
ERRORS AND IMPROVES PREDICTABILITY
These built-in best practices ensure that all
Speech applications require regular “care and
standard dialog conditions are handled “out of the
feeding” to continually improve the caller
box”, with flexibility to override all system defaults
experience. TuVox streamlines and automates the
as needed.
manual work of traditional speech application
development by providing a complete speech
BULLET PROOF DEPLOYMENT
lifecycle management system.
Developing an enterprise speech application results
in the creation of thousands of files in multiple
categories, which are typically saved to a source
code repository. In fact, for a typical speech
application, enterprises will repeat this deployment
cycle many times during the course of tuning
and testing.
When deploying the speech application, enterprises
must ensure that the correct version of each file
is checked out from the repository and reliably
transferred to a staging environment for quality
p. 10
Conversational techniques
place callers in control,
motivate them to adopt
these systems and even
create preference for them
over waiting for a live agent.
assurance (QA) testing, or to the production
environment upon certification and approval.
Manually configuring the application server and
transferring the speech application files can result
in a file deployment error, which produces call flow
errors, hang-ups and other service interruptions
that can result in a poor caller experience. TuVox
Deployment Manager simplifies the process for
deploying a speech application by reducing more
than 40 manual steps for deploying thousands of
files to a single click operation, dramatically
improving the reliability of the application.
MAXIMUM UPTIME AND IMPROVED
CALLER EXPERIENCE
TuVox Deployment Manager works with the missioncritical production environment to seamlessly
deploy an updated application without interrupting
service. TuVox also maximizes system uptime by
eliminating service interruptions and unexpected
disconnects that would otherwise occur if a speech
application is deployed incorrectly.
CONCLUSION
More enterprises are looking to call center
automation as a cost control measure and to
improve customer experience. Traditional IVR
systems are frustrating, resulting in longer call
times and more live agent interventions. Speech
applications that deliver a superior caller
experience must therefore deliver a conversational
approach so that callers can ask for what they
need and the speech application must be able to
understand their questions and quickly resolve
their problems. Using conversational techniques
p.11
that place the caller in control and flexible
grammars that provide for increased levels of
caller satisfaction motivates callers to adopt these
systems and even creates preference for them over
waiting for a live agent.
Self-service systems offer cost-effective ways
to provide greater levels of service and to make
sure that service is available on demand. However,
not all self-service applications provide the degree
of flexibility, ease-of-deployment or rapid tuning
cycles that can lead to enterprise profitability.
Organizations need to carefully evaluate
applications to ensure that they select a speech
application that is flexible, powerful and will
grow with their business.
WHERE TO GO FOR MORE
INFORMATION
TuVox speech applications are built to maximize
customer satisfaction while reducing enterprise
self-service costs. TuVox speech applications
streamline navigation, shorten time-to-resolution
and offer more transactions while increasing
customer satisfaction. Customer expectations
can be quickly met and exceeded as the enterprise
offers improved first-call resolution. TuVox’s deep
understanding of call center requirements,
enterprise goals and proven speech applications
can provide your organization with a superior
caller experience that is quick to deploy and easy
to maintain.
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Los Altos, CA 94022
650.623.0210
www.tuvox.com
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